Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Dogan Gursoy, Raine (Ruiying) Cai and Gerardo Joel Anaya
| Year of publication: |
2017
|
|---|---|
| Authors: | Gursoy, Dogan ; Cai, Ruiying ; Anaya, Gerardo Joel |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 29.2017, 9, p. 2341-2360
|
| Subject: | Netnography | Service experience | Customer misbehaviour | Customer-to-customer interactions | Disruptive customer behaviour | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Dienstleistungsmarketing | Services marketing | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Kundenintegration | Customer integration | Dienstleistungsmanagement | Service management | Kundenwert | Customer value |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJCHM-08-2016-0454 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011761812